I keep getting invitations to book a smart meter when I've already refused?

why did the operative not tell me that i can’t get a traditional meter anymore, they lied and said it was going to be replaced like for like but the email says it’s going to be a smart meter

Hi ​@Ange Morgan ,

Smart Meters have been the only option for several years now - no-one makes the old ones anymore. Stocks of Traditional Meters are virtually non-existent as many get destroyed or marked as not for re-use and the current stance is to phase them out across the UK.

Hey ​@Ange Morgan 

I’m glad to see one of our community members has already stopped by with some helpful advice on this.

As they’ve mentioned, smart meter installs are the standard, and have been for some time now, something implemented by the government and Ofgem, you can find out more about that on each of their pages too.

When the agent booked this with you, they’d have to have confirmed with you how often smart readings would have been sent, this is the like for like replacement within the industry now as the old, traditional meters haven’t been manufactured in quite some time, even upgrading from the original smart meter model, to a newer, more reliable version. 

I’m sorry this isn’t what you were expecting, but I would note that the Support Team have not lied about what’s being fitted, they would have mentioned the smart meter readings, and traditional meters are no longer being installed. We have a couple of other topics on the Forum here which could be helpful around meter certification:

Hello Abby,

Thank you for your reply.

However, your comments do not reflect the information I was given on 23rd February, at 08:39 in my reporting of the meter being blank.   During this conversation I asked if the meter I was getting would be “like for like pay as you go”, I was told yes it would be.   At the end of the conversation I said again “to clarify the meter being fitted will be a like for like replacement traditional pay as you go meter and not a smart meter, I don’t want as Smart meter?”    The operative said “yes that is correct” .   

I also asked if I was to keep topping up my key stick until the new meter was fitted.  She said “No no it will be free electric and then it will balance when we fit the new meter”      

None of what she said filled me with confidence, because this has happened before and I knew I had to keep topping up my electric key.   So I called again the day after on Tuesday 24th and spoke to another operative, who actually told me correctly they only fit Smart meters now.  When I checked about the key she said yes you must keep topping it up even though you can’t put it in your meter, because otherwise your electric will go off.       

Had I have listened to your first operative I would have run out of electric!

So Abby if you can escalate this comment to your complaints department that would be useful,   If you can’t do this please let me have the complaints direct line IN THE UK so I can talk to someone who knows what they doing.   

Hey ​@Ange Morgan 

Sorry to hear this, though I would note that the process and statements given by agents when replacing a traditional Pay As You Go meter will be different than what they’ll provide when replacing a normal traditional meter, as you hadn’t mentioned it being PAYG, it’s likely the information previously provided by myself is not quite accurate as this was regarding replacing a traditional meter for a smart meter, and not a traditional PAYG meter, which is has a different process with different legal requirements.

We don’t have access to accounts here at the Forum, this is also why I was only able to provide information based on what you provided to us originally here, so I would recommend opening a complaint if you’ve not done so already with the Support Team as we don’t have access to do that via the Forum.

There are a few ways you can contact the team about a complaint, Pay As You Go customers can call 0330 175 9669 Monday to Friday, 8am to 8pm and weekends, 9am to 5pm, Message the team online, or email via complaints@ovoenergy.com. More information on the complaints process can be found here.

Hello Abby

thank you for your reply and no worries on the confusion.

thank you for the complaints contact information, I have emailed them with my concerns

Hey ​@Ange Morgan 

Do pop back and let us know how you get on with that.